Customer Service Representative

Customer Service Representative

Compensation : up to $75,000 / yr - plus benefits, commensurate with experience Location : Onsite- Greater Boston Area Company Description : Our client provides coatings that are applied to a variety of metals - including stainless steel, nitinol and silver-plated copper - and used in numerous applications like mandrels, pull wires, core wires, hypotubes, stylets and guidewires. They are committed to providing their customers with market-leading coated mandrels, wire and lubricious products that enable the manufacturing of innovative life-saving devices. Take advantage of this opportunity with an incredibly stable company that is growing before someone else does!

Position Description : This position serves as the key contact for customers regarding all product lines and supports the customer fulfillment through the order management process. This person will be referring to Blueprints and entering details / orders into an MS ERP system, execute product returns, and will be attending any company meetings pertaining to the job.

Responsibilities :

Processes incoming orders and provides the necessary information needed to support customer requests. Collects pertinent information, including blueprints, specifications, and quotes as required to perform the Contract Review process.

Responds to customer phone inquiries. Handles routine matters regarding customer satisfaction. Communicates with customers regarding scheduling, delivery, and quality performance to achieve high levels of customer satisfaction.

Verifies that information entered into the system is accurate and matches the customer's original order. Receives job change orders and verifies information against specifications.

Thoroughly investigates problems and gathers all pertinent information in order to address customer complaints. Reviews customer complaints, work with Quality Department, process Return Material Authorizations. Coordinates with other departments as necessary, concerning the production status of orders and all impediments to shipment schedules.

Creates new item numbers in ERP system. Creates new customers in ERP system. Enters online store orders in ERP system and communicates with customers to address issues as required.

Gathers and prepares necessary information needed for quotations, including history, blueprints, revisions, etc. Makes appropriate inquiries, as needed, to support the quoting process.

Develops, maintains, and portrays a high degree of professionalism and technical competence both within and outside the organization, encouraging excellence through example.

Performs open order management and reporting - review existing customer backlogs and order trends to actively solicit re-orders for existing products. Develops a thorough understanding of our client's internal department functions, processes and requirements to ensure optimal communication and efficient handling of tasks.

Offers continuous process improvement suggestions and support and provide feedback during implementation. Keeps the management team informed of important developments, potential problems, and related information necessary for effective management.

Qualifications :

Minimum of 5 years of customer service in a manufacturing environment, or related experience

Strong computer skills including Microsoft Office

ERP / MRP experience required

Ability to interpret blueprints preferred

Contract review experience in a manufacturing environment preferred

Excellent written and verbal communication skills

Ability to handle high-pressure situations while maintaining a positive attitude

Strong analytical skills and problem-solving skills

Education & Certifications :

Bachelor's degree in Business or a business-related field preferred (not a must)

Benefits :

401K : Eligible after 3 months, automatically enrolled at 6%, match 3%, and Profit Sharing

Tufts Medical / Delta Dental / EyeMed Vision - all eligible after 30 days

Equal Opportunity Employer : RCM is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. Pay Transparency : RCM believes in transparency and fairness in compensation. We are committed to providing our employees with competitive salaries that reflect their skills, experience, and contributions to our organization. About RCM : RCM Technologies, Inc. (Nasdaq : RCMT) is a business and technology solutions provider with world-class talent in key market segments. We help design, build, and enable the Industries of Tomorrow, Today. Operating at the intersection of resources, critical infrastructure, and modernization of industries, RCM is a provider of services in Life Sciences, Data & Solutions (IT), Healthcare, Engineering, Aerospace & Defense, and Process & Industrial. Disclaimer : This job posting is intended to describe the general nature and the level of the work to be performed. It is not intended to include every job duty and responsibility specific to the position. RCM reserves the right to amend and change responsibilities to meet business and organizational needs as necessary.